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Connected Customer Experience

The Four Pillars of Customer Experience Management

Author Bruce Burke on Jun-5-2014

I recently attended a session focused on mobile marketing. The panel was moderated by Matt Leonard, Director of Traffic Acquisition & Revenue Management, Cruise Critic (part of the Trip Advisor Media Group).

Panelists included John Bastone, Executive Director, Retail Product Marketing, Catalina, Kim Geralds, Senior Director of Global Digital & Marketing Strategy, Enterprise & Intelligence Solutions, Syniverse, Don Rua, Marketing Technology Strategist, Raymond James and Fred Steube, Senior Director of Emerging Technology, Cox Target Media.

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Product Registration: On-Ramp for Smarter Customer Engagement

Author Bruce Burke on May-21-2014

Product registration is one of the most often used methods for brands to connect with their customers. Registration is the first post-purchase connection that brands have with those who buy their products.

However, the number of products being registered is painfully low, compared to the number of products sold. Most brands report registration numbers around 10%, leaving 90% of purchased goods unregistered. This same 90% are unknown customers who are not receiving the benefits provided by being connected to brands.

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Comparing Leaders & Laggards in Customer Experience Management

Author Bruce Burke on Apr-30-2014

Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.

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